GarrisonHost offers a 99.9% Uptime Guarantee. Your account must be in good financial standing at the time of a service outage to qualify for service credit. Service credit is subject to policies in our TOS and AUP.
To properly claim SLA credit that is due, the owner of the account must submit an SLA ticket to our billing department via our support area within seven days of the purported outage. You must include your account information, the dates and times of the unavailabilty of your service, and other information requested by GarrisonHost. The SLA claim will be researched by the billing department and credit will be issued accordingly. SLA credits are issued as service credits on the next billing cycle. Please allow up to fourteen (14) days for processing of the SLA claims.
| Uptime | SLA Credit |
|---|---|
| 100% - 99.9% | Guaranteed |
| 99.9% - 99.5% | 5% |
| 99.5% - 99% | 10% |
| 99% - 98% | 15% |
| 98% - 95% | 25% |
| 95% - 90% | 50% |
| Less than 90% | 100% |
The Uptime/SLA Agreement excludes scheduled maintenance, reboots caused by upgrades that are necessary for the security of customers, self-inflicted downtime, acts of God (natural disasters), backbone issues, DDoS attacks, or other conditions out of the company's control.
GarrisonHost monitors all of it's servers both in-house and via Pingdom services. Third party monitoring service reports that are inaccurate may not be used for justification due to a variety of factors including the monitor's network capacity/transit availability. GarrisonHost reserves the right to deny a SLA credit request based on its sole discretion.